Developing your support philosophy

1. Why you should give great support
Developing your support philosophy
Deborah Beckett
Happiness Engineer
Automattic

2. Closing the Gap ~ @dbeckettnc
Email, forums, live chat
Support rotations
Support weeks
ENGINEERING
HAPPINESS

3. WHY GREAT
SUPPORT MATTERS
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4. Because customers.
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5. THE RIGHT FRAME OF
MIND FOR GREAT
SUPPORT
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6. ONE
Really care about the issue your users need support
for.
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7. TWO
Have complete control over your schedule.
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8. THREE
Be empowered to actually help.
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9. 7 SIMPLE WAYS TO GET
A REPUTATION FOR
EXCELLENT SUPPORT
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10. ONE
Remember your knowledge is not everyone’s
knowledge.
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11. TWO
Answer the actual question, not the literal question.
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12. THREE
Reply with an accurate answer and an accurate
estimate of when you’ll get to it.
Closing the Gap ~ @dbeckettnc

13. FOUR
Respond promptly, not just to squeaky wheels.
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14. FIVE
Keep your promises.
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15. SIX
Meet your users where they are.
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16. SEVEN
Don’t be afraid to experiment.
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17. TL;DR
Respond. Be present. Have fun.
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18. THE REST IS EASY
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19. QUESTIONS?
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